How to handle discrepancies between the data on the Smartpricing Calendar and the data visible in my provider?
Context
The Smartpricing algorithm uses two streams of data. On one side, it "reads" the bookings present within your management system, and on the other side, it "writes" the prices, always within your management system.
To do this, it continuously utilizes connections between our server and those of your management system. In a few rare cases, a discrepancy might arise between the two systems, particularly during the booking reading phase.
Let's proceed to analyze the two scenarios and see how to proceed:
Occupancy Rate Discrepancy
The causes of a discrepancy between the occupancy rate in your management system and the rate displayed on the Smartpricing calendar can be quite numerous, with the most common being:
- Missing bookings with key attributes (price per night, correct status)
- Incomplete booking data sent during the initial connection
- Incorrect declaration of room quantities on Smartpricing
If a minor discrepancy exists, there's no need for excessive concern, as the algorithm can perform well even with a 5-10% deviation. After all, there are multiple factors that determine the price.
However, if the deviation is larger or if you feel the need to report a discrepancy, it's advisable to do so in a detailed manner. For instance:
- Providing an example date of the discrepancy
- Supplying screenshots of the management system's planner and/or providing access where possible
- Offering a list of bookings for the given date
This will assist our Technical Support in identifying the root causes of the issue.
Discrepancy between the prices listed on Smartpricing and those published in your management system
The causes can be diverse here as well, often stemming from a temporary connection failure or incorrect product configurations.
There's a very important aspect to highlight:
The Smartpricing system sends the prices suggested by the algorithm directly to your management system (PMS or Channel Manager). Under no circumstances it sends prices directly to OTAs or online sales channels.
Therefore, if the prices on Smartpricing are aligned with those in your management system but not on online sales channels (Booking, Expedia, Airbnb, etc.), you would need to contact your management system's support, as they are responsible for publishing prices online, not Smartpricing.
On the other hand, if there is a discrepancy between Smartpricing and your management system, it would still be beneficial to provide as detailed a qualification as possible. This should include at least a date, a room, the price present in the management system that doesn't match (including a screenshot and/or access to the management system if possible – these options are always the best).